Refund & Cancellation Policy

Service fees (concierge, hosting, production, reservation fees) are refunded on the following schedule, calculated from the first affected date:

• 7+ days before — 100% refund of the Norvelles service fee;
• 3–6 days before — 50% refund;
• within 72 hours — the fee converts to a 12-month credit unless the venue waives its own penalty;
• no-show — fee and venue costs are non-refundable.

Venue-imposed costs (rooms, treatments, catering) follow the venue's own policy, which we state in writing at booking and pass through at cost — never with a markup.

Email norvelles@gmail.com with your booking reference; or call +61 2 8868 9201 (daily 8:00–22:00 AEST). We confirm receipt within one business day and process approved refunds to the original payment method within five business days.

Where a rebooking is possible at no penalty, we will always offer it first — most guests prefer a moved evening to a lost one.

If Norvelles or a venue cancels a confirmed element — a table, a treatment, a suite category — you choose between a full refund of the affected amounts or an equivalent alternative. Our written guarantees (unconfirmed booking, wrong category, missing table) always resolve in your favour at 100%.

Force-majeure closures of the venue are handled under the same rule: affected amounts are refunded in full or credited, as you prefer.